This page covers how to check platform health and how to reach the support team.
Platform status
The platform publishes real-time status and historical uptime for its core services. Check the status dashboard for current health and to subscribe to updates: https://status.gozem.co
From the dashboard you can see live component health, recent uptime, and maintenance notices, and subscribe for alerts. The status page tracks these core components:
- Authentication
- Courier API
- Webhooks
- Partner Portal
You can receive updates by email or by channel notification (Slack, Google Chat). Subscription options are on the status page itself.
Watching platform status helps you understand service impact, correlate issues with API behavior, and plan retries and fallbacks during transient problems. For handling temporary errors, see the error guidance in Authentication and the rate-limit guidance in API Basics.
Support
Need help with a Gozem API? The support team is available throughout your integration.
Contact support
Reach support for questions, troubleshooting, and escalation:
Email: support@gozem.co
Partner Portal support form: available from your dashboard once you are signed in.
Response times
We aim to respond within these windows:
- Business hours (Mon to Fri): within 4 hours
- Outside business hours: next business day
Times vary with the complexity and volume of requests.
When to contact support
Use support for integration issues the documentation does not cover, unexpected API errors after following the guides, questions about error codes or webhook behavior, and billing or account access. Before reaching out, you may find the answer in the relevant guide or in the Platform Status above.
Escalating a production issue
For issues affecting production, include these details so the team can resolve them quickly:
- The correlation ID from the response, if present
- Timestamps, with timezone
- Environment (sandbox or production)
- Steps to reproduce
- Expected versus actual behavior
Feedback
Feedback shapes the documentation and the API. If something is unclear or out of date, if you need more examples or language support, or if you have a feature request, let us know through support or your partner representative.